Senior Service now Adminstrator

Hollister Global Business Services India PVT LTD; India; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

Hollister Global Business Services India Pvt. Ltd is seeking a Senior ServiceNow Administrator to oversee day-to-day administration, health, security, reliability, and governance of the enterprise ServiceNow platform across production and non-production environments.

The role partners with platform ownership, architecture, security, IAM, product and process owners, developers, integration teams, and approved support partners to sustain platform operations, upgrades, and incident response.

Qualifications

• BS/BA in Computer Science, Information Technology, Engineering, or related discipline.
• 5–8 years of hands-on ServiceNow administration in a multi-instance enterprise environment.
• Experience with production operations, upgrades, patches, clones, releases, incidents, integrations, and operational monitoring.
• Experience with managed-service or implementation partners while retaining governance and accountability.

Responsibilities

• Administer production and non-production ServiceNow instances and maintain inventories, ownership, and configuration baselines.
• Monitor platform availability, instance health, slow transactions, scheduled jobs, event queues, integrations, MID Servers, storage and table growth.
• Lead structured platform incident triage, escalation, root cause analysis, and track corrective actions.
• Administer users, groups, roles, elevated access, service accounts, and privileged access with least-privilege controls.
• Coordinate Security and IAM on SSO, MFA, access recertification, ACL governance, logging, findings, and separation of duties.
• Plan and coordinate platform upgrades, patches, clones, plugin activation, and post-change validation.
• Enforce deployment controls, update-sets or source-control, review gates, testing evidence, rollback plans, and production validation.
• Maintain integration inventories and monitor interface failures with MID Server services and credentials.
• Support CMDB platform administration and health with CMDB/CSDM, Discovery, Service Mapping, and process owners.
• Monitor subscription and license consumption; provide usage and optimization reporting.
• Own and improve Platform Administration runbooks, procedures, dashboards, and knowledge articles.
• Coordinate ServiceNow support with implementation partners and coach module admins.

Skills

ServiceNow administration

Access management

Platform monitoring

Incident management

Vendor management

Documentation and runbooks

Education

BS/BA in Computer Science/IT/Engineering or related

Tools

REST/SOAP APIs

MID Servers

Update Sets

Source control concepts

Flow Designer

IntegrationHub

CMDB/CSDM

Automated Test Framework

Job description

Hollister Global Business Services India Pvt. Ltd
Position Description
Senior Admin, ServiceNow
Professional
Title:
Hierarchical Level:
Division/Department:
Reports to:
Information Technology
Manager, IT
Number of Direct Reports:
Travel:
None
5% or less
Revision Date:
10/6/2026
Grade (US Only):
HR To Determine
FLSA (US Only):
HR To Determine
Type of Position:
Salary

Summary

The Senior ServiceNow Administrator is responsible for the day-to-day administration, health, security, reliability, and operational governance of the enterprise ServiceNow platform across production and non-production environments. The role establishes sustainable platform operations through disciplined access management, monitoring, runbooks, environment controls, release support, upgrades, cloning, license oversight, incident response, and vendor coordination. The position partners with platform ownership, architecture, security, IAM, product and process owners, developers, integration teams, and approved support partners.

Responsibilities

• Administer production and non-production ServiceNow instances and maintain accurate environment inventories, ownership details, operational calendars, and configuration baselines.
• Monitor platform availability, instance health, slow transactions, scheduled jobs, event queues, integrations, MID Servers, storage and table growth, and recurring errors.
• ¢ Lead structured platform incident triage, coordinate escalation, communicate status, document root cause, and track corrective actions to completion.
• ¢ Administer users, groups, roles, elevated access, service accounts, and privileged access using least-privilege, group-based, auditable controls.
• ¢ Partner with Security and IAM on SSO, MFA, access recertification, ACL governance, logging, security findings, and separation of duties.
• ¢ Plan and coordinate platform upgrades, patches, clones, plugin activation, Store application updates, regression testing, cutover, and post-change validation.
• ¢ Enforce deployment controls, update-set or source-control practices, review gates, testing evidence, rollback plans, release records, and production validation.
• ¢ Maintain integration inventories and monitor interface failures; administer MID Server services, credentials, and connection aliases with relevant teams.
• ¢ Support CMDB platform administration and health controls while partnering with accountable CMDB, CSDM, Discovery, Service Mapping, and process owners.
• ¢ Monitor ServiceNow subscription and license consumption and provide recurring usage, entitlement, and optimization reporting.
• ¢ Own and improve Platform Administration runbooks, support procedures, contact matrices, recovery procedures, known-error records, operational dashboards, and knowledge articles.
• ¢ Coordinate ServiceNow and implementation-partner support cases, maintain escalation paths, support audit evidence, and coach module administrators and support teams.

Essential Functions of the Role

Flexibility in work schedule, including off-hours support for project implementation, releases, upgrades, or critical incidents.

Travel via plane or automobile both locally and internationally.

Work Experience Requirements

• ¢ Number of Overall Years Necessary: 5-8.
• ¢ Minimum 5 years of hands-on ServiceNow platform administration experience in a multi-instance enterprise environment.
• ¢ Experience supporting production operations, sub-production lifecycle management, upgrades, patches, clones, releases, incidents, integrations, and operational monitoring.
• ¢ Experience working with managed-service or implementation partners while retaining internal platform governance and accountability is preferred.

Education Requirements

BS/BA in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant business experience.

Must-Have Capabilities

• Hands-on administration of users, groups, roles, ACLs, SSO, service accounts, and privileged access.
• Working knowledge of ServiceNow platform architecture, data model, scoped applications, update sets, source-control concepts, Flow Designer, IntegrationHub, REST/SOAP APIs, MID Servers, CMDB/CSDM fundamentals, and Automated Test Framework.
• Strong understanding of IT service management, incident and change control, platform security, auditability, evidence retention, and separation-of-duties principles.
• Ability to create and maintain clear runbooks, procedures, inventories, recovery plans, operational metrics, risk records, and executive-ready status reporting.
• Experience with performance and health monitoring, scheduled jobs, event queues, table growth, integrations, instance security, and recurring-error analysis.
• Strong troubleshooting, stakeholder communication, vendor management, prioritization, documentation, and cross-functional collaboration skills.

Good-to-Have Capabilities

• Experience with ITSM, ITOM, HRSD, SPM, Enterprise Architecture/APM, CMDB/CSDM, IntegrationHub, and enterprise reporting.
• ServiceNow Certified System Administrator (CSA); relevant CIS credentials, micro-certifications, or ServiceNow learning paths are advantageous.
• Experience in a regulated, validated, life sciences, medical device, or similarly controlled enterprise environment.
• Experience working with managed-service or implementation partners while retaining internal platform governance and accountability.

Local Specifications (English and Local Language)

Fluency in English is required.

To comply with regulations under the Americans with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and result of the duties rather than the manner in which they are performed. A job function is essential if removal of that function would fundamentally change the job.